Teleasa Herson

Patient & Schedule Coordination

• Served as the primary point of contact in a high-volume setting, expertly managing the flow of over 300 patients daily from initial registration to final checkout.
• Efficiently managed complex schedules for 8 healthcare providers, including multi-step surgical procedure appointments and follow-up outpatient care.

Financial & Insurance Administration

• Performed meticulous verification of patient insurance eligibility and benefits across a diverse portfolio of providers, including commercial (HMO/PPO), state (Medicaid), and federal (Veterans Affairs) plans.
• Accurately processed all patient financial transactions (cash, credit, check), prepared daily cash and check deposits, and reconciled end-of-day balancing reports to ensure financial integrity.

Patient Support & Compliance

• Guided patients through the completion of essential paperwork, utilizing iPads and traditional forms to update demographics, financial policies, and HIPAA consent.
• Acted as a key liaison between patients and providers to facilitate the smooth scheduling of surgeries and ensure all pre-operative requirements were met.
• Coordinated patient scheduling to optimize clinic operations and enhance patient experience.
• Managed administrative tasks, ensuring compliance with healthcare regulations and office policies.
• Implemented electronic health record systems, improving data accuracy and accessibility for clinical staff.
• Enhanced team productivity by providing administrative support and coordinating daily operations.

Patient Care & Clinical Support

• Directed patient flow and reception for a high-volume urgent care facility serving over 360 patients daily and supporting 24 physicians.
• Performed clinical intake duties, including taking patient vitals, documenting medical histories, and verifying current medications and allergies.
• Acted as a first responder in emergencies by initiating 911 transport, providing critical medical information to EMTs, and contacting patient families.

Administrative & Financial Operations

• Managed comprehensive insurance authorizations with MCO carriers via telephone, EVS, and carrier web portals.
• Handled all daily financial procedures, including payment processing, preparing deposits, and generating daily balance reports.
• Oversaw drug testing lab services for corporate and county contracts, managing 5, 6, and 10-panel screenings and ensuring chain of custody.
• Maintained accurate medical records, monitored inventory levels of medical supplies, and ensured strict patient data confidentiality.

Team Leadership & Operational Improvement

• Trained new staff on all operational procedures, fostering a collaborative and efficient team environment.
• Optimized clinic operations by managing appointment scheduling, coordinating patient referrals, and recommending service improvements to reduce patient complaints.
• Served as a key communication liaison between medical staff and patients to enhance the overall care experience.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Monitored front areas so that questions could be promptly addressed.
• Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Developed internal requirements and standards to minimize regulatory risks and liability across programs.

• Managed high-volume operations for an imaging and nuclear medicine facility serving 725+ patients per day , ensuring the accuracy and integrity of the medical records system.
• Streamlined patient intake by independently obtaining, verifying, and amending medical orders, and confirming complex private and managed-care insurance coverage.
• Facilitated timely patient care by accurately communicating verbal and electronic patient reports to requesting provider offices.
• Supported imaging procedures by assisting the MRI Technologist with patient positioning for various images, including those requiring contrast.
• Scheduled and coordinated all outpatient nuclear medicine imaging services.

Community Outreach & Strategic Coordination

• Led the coordination of October Breast Cancer Awareness events across multiple counties and communities in Anne Arundel County.
• Utilized 3D Mammography technology to provide critical screening services to approximately 1,000 underserved men and women per day who lacked access to medical care.

Professional Skills

• Applied critical thinking and problem-solving skills to efficiently evaluate issues and implement effective solutions.
• Consistently thrived in a fast-paced environment , demonstrating strong organizational skills and the ability to manage multiple priorities and projects simultaneously.
• Fostered productive working relationships with all team members, including physicians and Radiologists, while effectively managing day-to-day operations.

Multi-Unit Operations & P&L Management Project Management & Branding Human Resources & Team Leadership Event Management & Business Development

• Directed all staffing and operational logistics for a portfolio of four hotel properties totaling over 700 rooms, maximizing operational efficiency and guest satisfaction.
• Maximized revenue and profitability by implementing dynamic revenue management strategies that optimized room rates and occupancy levels across all properties.
• Ensured 100% compliance with all local, state, and federal regulations, managing complex permitting processes (including with the Department of Natural Resources ) to maintain active business licenses during major renovations.
• Provided 24/7 on-call management to address immediate staffing needs and critical operational issues.
• Managed all financial reconciliation for three daily shifts, including balancing multiple front desk cash drawers and preparing accurate end-of-day and 12-month calendar year-end reports.
• Successfully executed the complex conversion of two hotels from the Comfort Inn to the Quality Inn brand, including full oversight of branding, color schemes, and signage implementation.
• Coordinated and collaborated with construction managers, legal counsel, and permitting agencies to complete significant hotel additions and renovations while ensuring uninterrupted business operations.
• Orchestrated the complete shutdown and staff relocation processes for two hotels that were successfully sold during the challenging COVID-19 pandemic period.
• Managed the complete employee lifecycle for all staff (Front Desk, Housekeeping, Breakfast, Maintenance), including recruiting, training, scheduling, and disciplinary action.
• Maintained required employee certifications in strict adherence to Choice Hotel Policy and brand guidelines, mitigating compliance risk.
• Oversaw all aspects of event planning , from initial contract negotiation and client consultation through day-of coordination, resulting in successful events and sustained client satisfaction.
• Cultivated strategic partnerships with local businesses, developing exclusive offers and packages that significantly enhanced the guest experience and drove ancillary revenue.

Community Outreach & Special Initiatives

• Oversaw comprehensive daily operations for 9 Urgent Care Centers and an affiliated private pediatric practice across Anne Arundel, Prince George's, and Montgomery Counties, serving over 3,000 patients daily and managing a team of over 200 providers .
• Developed and executed operational strategies and policies that drove organizational growth and enhanced productivity across all locations.
• Spearheaded process improvement by analyzing Key Performance Indicators (KPIs) to drive data-driven decision-making, optimizing resource allocation, and reducing overall operational costs .
• Established and strengthened critical partnerships with vendors, suppliers, and key stakeholders to ensure business requirements were met and collaboration was seamless.
• Engineered and launched a centralized incoming call center , hiring and managing a staff of 150 full and part-time employees for urgent care appointment scheduling and provider message management across multiple sites.
• Led the successful implementation of a new ERP system , ensuring a smooth, minimal-disruption transition across all operations.
• Streamlined complex operational workflows to significantly enhance efficiency, particularly in pediatric service delivery and patient check-in/checkout processes.
• Directed all financial planning and oversight , including budget planning, financial forecasting, and daily monitoring of operational resources to support organizational growth objectives.
• Established rigorous quality assurance protocols , substantially enhancing compliance with all relevant healthcare regulations and standards.
• Managed critical administrative functions , including daily financial reconciliation, collections, cash deposits across multiple sites, and the preparation of comprehensive daily, weekly, monthly, and yearly reports.
• Managed provider credentialing to ensure continuous compliance and readiness for service delivery
• Mentored and developed department managers through regular performance reviews and constructive feedback, fostering strong leadership skills and continuous improvement.
• Improved team morale and reduced employee turnover by implementing targeted employee engagement programs and personalized career development plans.
• Managed HR reporting and collaborated with the Human Resources department on active and non-active staff reports.
• Coordinated training programs for clinical and administrative staff, specifically enhancing patient interaction and service quality.
• Initiated and managed the "Headfirst" program , a community-wide initiative focused on educating and preventing sports-related head injuries.
• Coordinated yearly large-scale events to distribute back-to-school supplies to students across grades 1-12.
• Enhanced employee satisfaction with targeted training programs and professional development opportunities.
• Oversaw day-to-day production activities in accordance with business objectives.